This e-Book covers several examples of Stoichiometry Titrations, Heating effects in several salts, colours or colors of the precipitates, Empirical formulae calculation, Limiting reagents, Titration examples, Equivalent weight, milli-equivalent weight, What mass or moles is reacting with how much ? How much is oxidised ? How much is Reduced ? Several Complicated examples and many more, and various incomplete dictionary kinds of collection for Course of IIT-JEE, AIEEE, CET, etc with CBSE, AIEEE, IIT-JEE ( Main and Advanced ) Problems and Solutions. Includes NCERT / CBSE Text Book Solutions, Chapter wise Solutions, AIEEE ( Now known as IIT-JEE main ) Solutions, Roorkey Entrance Exam Solutions, EAMCET Solutions.

This e-Book covers more than 60 examples of Redox Reactions, Several Complicated examples and many more, and various incomplete dictionary kinds of collection for Course of IIT-JEE, AIEEE, CET, etc with CBSE, AIEEE, IIT-JEE ( Main and Advanced ) Problems and Solutions. Includes NCERT / CBSE Text Book Solutions, Chapter wise Solutions, AIEEE ( Now known as IIT-JEE main ) Solutions, Roorkey Entrance Exam Solutions, EAMCET Solutions.

Professor Subhashish Chattopadhyay is providing a Social Service for all in Bangalore, to advertise for Free. Post all kinds of Classified ads and Requirements for FREE.

If you are a Tutor, or a Shopkeeper, or a Teacher, or a Cook, or a Gardener, or a Dog Trainer ….. or something something something….. How can you afford costly ads ? Post your requirements for free at free4u.info Advertise yourself free at free4u.info Doing a garage sell …. Tell all for free at free4u.info

Nannys looking for jobs ? Want children to take care ? You get the child and Parents in free4u.info

Professor Subhashish Chattopadhyay is providing a Social Service for all in Bangalore, to advertise for Free. Post all kinds of Classified ads and Requirements for FREE. Following Categories and Subcategories will surely help you. This is not an exhaustive list. You can give general requirements as well. Post all your skills. Post all your needs. Looking for a job ? You can post your profile as well.

Ans : – See the videos made by me ( search for videos in http://www.skmclasses.kinja.com
Though we have many more which have not been uploaded ). While watching the videos, take notes and try to solve the problems yourself by pausing the video. Tell me if any calculation is wrong. See the videos with 1- first then 2- and so on. Write to IAPT Kothrud, Pune office to buy ( 150 Rs approx ) the book with previous papers of NSEP ( National Standard Exam in Physics – The 1st level ), INPhO ( Indian National Physics Olympiad – 2nd level ). Prepare with these and see how much you are scoring. You can guess your ALL INDIA rank easily from NSEP, and INPhO rank. Since 1998 the IIT JEE toppers have been mostly representing India in IPhO.

2 ) Which codec and Player do I use to see the videos ?

Ans : – You can use GOM Player, or VLC Player. You have to have good speakers with filters or good earphones with filters. We have checked mostly it is OK with these. ( If you are depending only on your embedded speakers of computer /screen / keyboard then there may be extra distortions. As these speakers are often not of good Quality. Also install latest KL Codecs ) In any case reduce the volume see the board, imagine sitting in the last bench and solving the problems of your own. See if your solution differs anywhere with the scribbles on the board.

3 ) Why are you giving these ( high Quality ) lecture for free ?

Ans : Well there are lot of good things free in this world. Linux, My-SQL, Open-Office ….. Go to sourceforge and get thousands of high quality software free along with source code. Yes all officially free …. Why do you think Richard Stallman, Zimmerman, ….. etc are considered Guru philosophers ? In Punjab and Gurudwaras worldwide there are so many Langars where you get better food than Restaurants. ….. why ? Why do you have Dharmasalas and subsidized rest rooms near hospitals / Famous Temples / various places ? in Iftar party anyone can eat for free …. why ?

I am teaching since 1989 I have observed most students can do much better if they have the self motivation to solve and practice. Cheap books are available in second hand bookstalls, where you get thousands of Numericals to solve ….. but most students will like to blow their time going and coming for tuition, travel time …. TV for hours and hours watching cricket / Tennis games, playing computer games …. My free lectures are not going to make much difference in spending of unnecessary money for coaching ….. I know very well , how much people enjoy …. ! spending unnecessarily !!

–

Do you know that there are NO poor / needy students in Bangalore.
–

Sometime back I had tried to teach for IIT JEE FREE. Discussed with a few NGOs and social service guys. Arranged rooms but got only 1 student. We had informed many people in many ways to inform students …. We did not get students who are ready to learn for free. So I am sure these lectures are NOT FREE. If anyone learns from these, s/he changes and that’s the gain / benefit. This change ( due to learning ) is very costly …. Most do not want to learn ………..

search for videos in http://www.skmclasses.kinja.com
You will get most videos. I say most because I do not upload all videos that I make. I have many more videos which are not in the net.

🙂

4 ) How can I get all your lectures ?

Ans : – Apart from my lectures there are approx 700 GB of PCM ( Phy, Chem, Math ) lectures. It takes approx 3 years of continuous download from scattered sources. I have ( 20,000 )Thousands of these. You can take ALL of them from me in an external 1 TB hard disk, instead of spending so much money and time again for downloading. These cover ( by Various Professors ) everything of Chemistry, Physics, Maths… Lot of this is from outside India … as foreigners have much wider heart than Indians ( as most of GNU / open source software have been developed by Non-Indians ). I observed the gaps in these videos, and thus I am solving IIT, APhO, Roorkey, IPhO Numericals. Videos made by me along with these videos gives a complete preparation.

Send me a mail at mokshya@gmail.com to contact me.

search for videos in http://www.skmclasses.kinja.com
You will get most videos. I say most because I do not upload all videos that I make. I have many more videos which are not in the net.

Ans :- We actively answers doubts at doubtpoint.
see http://skmclasses.weebly.com/doubtpoint.html
In case you appreciate our time and efforts involved in answering complicated Questions, then get Quality answers at doubtpoint.

🙂

9 ) Why did you write an article saying there are No Poor students ?

Ans :- There are lots of NGOs and others working for rural / poor children education at lower classes. While very less effort is on for std 9 till 12. Also see the answer in question number ( 3 ) above. In more than 2 decades of teaching I never met a Poor child who was seriously interested in ( higher ) studies. As I have a mind / thinking of a ” Physicist “, I go by ” Experimental Observation “.

It is not about what is being said about poor in media / TV etc, or ” what it should be ” ( ? ) …. It is about what I see happening. Also to add ( confuse ? you more )…. You must be knowing that in several states over many years now girl students have better ( by marks as well as by pass percentage ) result in std 10 / Board Exams….. well but NEVER a girl student came FIRST in IIT JEE … why ? [ The best rank by a Girl student is mostly in 2 digits, very rarely in single digit ] ????? So ????

🙂

10 ) How much do I have to study to make it to IIT ?

Ans :- My experience of Teaching for IIT JEE since 1989, tells me, Total 200 hours per subject ( PCM ) is sufficient. If you see my Maths and Physics videos, each subject is more than 200 hours. So if someone sees all the videos diligently, takes notes and remembers, …… Done.

🙂

🙂

11 ) What is EAMCET ?

Ans :- Engineering Agriculture and Medicine Common Entrance Test is conducted by JNT University Hyderabad on behalf of APSCHE. This examination is the gateway for entry into various professional courses offered in Government/Private Colleges in Andhra Pradesh.

Ans : – Special Class Railway Apprentice (SCRA) exam is conducted by Union Public Service Commission (UPSC) board, for about 10 seats.That translates into an astonishing ratio of 1 selection per 10,000 applicants. The SCRA scheme was started in 1927 by the British, to select a handful of most intelligent Indians to assist them in their Railway Operations, after training at their Railway’s largest workshop, i.e. Jamalpur Workshop, and for one year in United Kingdom. The selected candidates were required to appear in the Mechanical Engineering Degree Examination held by Engineering Council (London).

Thanks for your time. To become my friend in google+ ( search me as mokshya@gmail.com and send friend request )

BBC documentary Crescent and Cross shows the 1000 years of fight between Christians and Muslims. Millions have been killed in the name of Religion. To decided whose GOD is better, and which GOD to follow. The fight continues.
–

BBC documentary Crescent and Cross shows the 1000 years of fight between Christians and Muslims. Millions have been killed in the name of Religion. To decided whose GOD is better, and which GOD to follow. The fight continues.

My sincere advice would be to be EXTREMELY careful ( and preferably away ) of girls. As girls age; statistically certain behavior in them has been observed. Most Male can NOT manage those behaviors… Domestic violence, divorce etc are rising very fast. Almost in all cases boys / males are HUGE loosers. Be extremely choosy ( and think from several angles ) before even talking to a girl. https://zookeepersblog.wordpress.com/save-the-male/

It is EXTREMELY unfortunate that media projects men as fools, women as superiors, Husbands as servants, and replaceable morons. In ad after ad worldwide from so many companies, similar msg to disintegrate the world is being bombarded. It is highly unacceptable misandry

It is NOT at all funny that media shows violence against MEN. Some advertisers are trying to create a new ” Socially acceptable culture ” of slapping Men ( by modern city women ). We ( all men ) take objection to these advertisements. We oppose this Misandry bad culture. Please share to increase awareness against Men bashing

(Should be minimum 4-5 pages)
How an US firm may use Sales Promotion and Distribution infrastructure of an Indian firm to sell the products in India and in return the Indian firm can use the same strategy for the sale of

Customers want efficient, accurate responses to their enquiries. How can we provide them with the high quality service that they expect, as well as your need to control costs at the same time.

How are we going to provide your sales and customer service staff with the right customer information, in the right place, at the right time? (Take an example of any Telecom Service provider to

substantiate your answer).

(100 Marks)
xxxxxxxxxxxxxxxxx

ASSIGNMENT FOR FORTH SEMESTER
(Should be minimum 4-5 pages)
How an US firm may use Sales Promotion and Distribution infrastructure of an Indian firm to sell the products in India and in return the Indian firm can use the same strategy for the sale of

A Strategic Alliance is a relationship between two or more parties to pursue a set of agreed upon goals or to meet a critical business need while remaining independent organizations. A strategic

alliance is essentially a partnership in which companies combine efforts in projects ranging from getting a better price for supplies by buying in bulk together to building a product together with

each of we providing part of its production. Alliances are formed for joint marketing, joint sales or distribution, joint production, design collaboration, technology licensing, and research and

development. The goal of alliances is to minimize risk while maximizing our leverage and profit. Alliances are often confused with mergers, acquisitions, and outsourcing.

While there are

similarities in the circumstances in which a business might consider one these solutions, they are far from the same. Mergers and acquisitions are permanent, structural changes in how the

company exists. Outsourcing is simply a way of purchasing a functional service for the company. An alliance is simply a business-to-business collaboration. Another term that is frequently used in

conjunction with alliances is establishing a business network.
In today’s busy world of brand marketing, utilizing the strength of marketing alliances to get product into new channels and venues is an essential marketing tool to generate incremental sales.

Alliances are formed for joint marketing, joint sales or distribution, joint production, design collaboration, technology licensing, and research and development.

Relationships can be vertical between

a vendor and a customer, horizontal between vendors, local, or global. Alliances often are established formally in a joint venture or partnership. Relationships can be vertical between a vendor and

a customer, horizontal between vendors, local, or global.

One of the fastest growing trends for business today is the increasing number of strategic alliances. According to Booz-Allen & Hamilton, strategic alliances are sweeping through nearly every

industry and are becoming an essential driver of superior growth. Alliances range in scope from an informal business relationship based on a simple contract to a joint venture agreement in

which for legal and tax purposes either a corporation or partnership is set up to manage the alliance.

For small businesses, strategic alliances are one of the ways to work together with others towards a common goal while not losing their individuality. Alliances are a way of reaping the rewards

of team effort – and the gains from forming strategic alliances appear to be substantial. Companies participating in alliances report that at much as 18 percent of their revenues come from

their alliances.

But it is not only profit that is motivating this increase in alliances. Other factors include an increasing intensity of competition, a growing need to operate on a global scale, a fast changing

marketplace, and industry convergence in many markets ( for example, in the financial services industry, banks, investment firms, and insurance companies are overlapping more and more in the

products they supply). Especially in a time when growing international marketing is becoming the norm, these partnerships can leverage our growth through alliances with international partners.

Rather than take on the risk and expense that international expansion can demand, one can enter international markets by finding an appropriate alliance with a business operating in the

marketplace that someone desire to enter. Strategic alliances are becoming a more and more common tool for expanding the reach of our company without committing ourselves to expensive

Only five industries are subject to compulsory licensing in India. The need for licensing is attributed to safety, environmental, and defense related considerations. The licensing authority in this

case is the Ministry of Industrial Development and the industries are: distillation and brewing of alcoholic drinks; cigars and cigarettes of tobacco and manufactured tobacco substitutes;

electronic aerospace and defense equipment of all types; industrial explosives including detonating and safety fuses, gun powder, nitrocellulose and matches and hazardous chemicals.

Selling to the Government

Indian government procurement practices and procedures often lack transparency and standardization, which can frustrate foreign suppliers.
Considering scale of India a Regional Approach will be better strategy.

Creating a local presence in India is strongly advised, but if the company isn’t ready to establish a branch office or a subsidiary, we can get this on-the-ground presence by appointing an agent,

representative, or distributor. It’s important to remember that India is a huge and diverse country, with over 40 local languages. The major strategic successes involving information technology in

the last two decades have involved a redesign of inter-organizational relations. New product and service offerings, channel systems capabilities, and target marketing initiatives are enabled

through these partnerships, alliances, and information interchange arrangements. Regional Approach to combat Indian diversity: Companies prefer to appoint master licensees on a zonal basis,

as India is a large geographical landmass with a diverse mix of population.

Growing the company sales by adding promotional and sales agents and increasing the marketing exposure is an obvious way to beef up revenues but few companies consider the virtually

instantaneous power of strategic alliances. Creating strategic partnerships with ‘would be’ rivals and companies that cater to the business genre can help we rapidly take possession of the

market.
Challenges:
a) Legal & Business Advise:
b) Resistance on Fees & Cap on Royalty:
c) Lack of Legal Framework:
d) Local Culture and Tastes: Understanding local culture and tastes and innovative strategies like “Indianisation” of products is vital to a franchise success.

Trade Promotion and Advertising

Over the years, the Indian economy has moved from being a controlled, sellers’ market to a buyers’ market. In the former, whatever was produced was sold easily, and advertising was hardly

necessary. The government began dismantling production controls in the mid 1980’s, and opened up the economy in 1991. With these developments came increased competition, and increased

product development. This also develops new business opportunities; through new products and services. This expands market, increases exports diversifies and create new businesses at reduce

costs.

If we walk down any supermarket we see…. Brands, brands, and more brands. And individually, each has its own equity with own consumer appeal, value, unique brand-defining characteristics

and a brand essence that truly evokes loyalty among target consumers.

The smart marketer uses strategically planned distribution to enhance brand equity. Although less common, gaining new distribution with an alliance partner however, can be extremely powerful.

As an example, Starbucks began as a retail coffee shop where it had instant credibility by way of its venue when it provided authentic, high quality original coffee. Through a unique and well-

placed strategic alliance with Kraft General Foods, Starbucks was able to gain grocery store distribution in a more expeditious and cost effective way than it could have achieved on its own.

Starbucks gained by utilizing Kraft’s existing grocery distribution strength, and Kraft gained by leveraging with retailers the addition of a new “power brand” coffee to its own coffee brand lineup

that includes the Maxwell House brand.

Another well-known brand, California Pizza Kitchen, did the same thing in that it started by creating a unique pizza product offering and establishing a stronghold as a restaurant chain. CPK

built a well-known brand and then utilized its strength in the pizza category with the sales and distribution strength of Kraft Foods to launch a California Pizza Kitchen brand of frozen pizzas in

the supermarket.

While it is a known fact that targeted distribution is a very clear and successful strategy for ensuring success for a brand, fewer brands are actually capitalizing on ways in which to utilize

marketing alliances to obtain alternative distribution for their brand. Increasing intensity of competition, a growing need to operate on a global scale, a fast changing marketplace, and industry

convergence in many markets are the motivating factors of strategic alliance.

Creating marketing alliances doesn’t just present an opportunity to create promotions, they also establish a base in which to create distribution opportunities, providing a great chance to

leverage either geographic distribution or merchandising within a store. India’s premier digital delivery service provider for publishers, Pressmart Media, has entered into a strategic tie-up with

the $1.5 billion American magazine distribution major Curtis Circulation Co. This alliance opens a big e-publishing business opportunity for Pressmart and would add significant strength in its US

magazine digital publishing market expansion initiatives with access to Curtis’ network of 1,200 magazines, which includes top names like ‘Elle’, ‘Forbes’ and ‘Newsweek’, plus other leading titles in

the region.

Another example will be PBM Marketing Solutions have been working with Sony Wonder, a leader in children’s’ audio and video entertainment, created a marketing alliance with Nestle NesQuik,

offering a means to bring videos to “non-entertainment,” yet relevant, locations for expanded distribution. The program featured Sony Wonder’s Easter brand of eight videos and NesQuik’s

newest 6.2 ounce pouch offering. Nestle’s objective was to gain distribution quickly in places that made direct sense to their new pouch product which played more to impulse purchases combined

with entertainment, such as videos and music. Thus Nestle was able to obtain access to key retailers in the music, video, and childrens’ arena without having to build a salesforce, or a specialized

distribution network.

In turn, Sony Wonder benefited, since its objective was to gain incremental distribution in grocery and similar key outlets where Nestle maintains a strong foothold. Therefore, both Sony Wonder

and Nestle were able to jointly utilize the marketing alliance to capture the interest of new consumers in alternative channels, without the necessary complication of building a unique infrastructure

to penetrate these new points of distribution — essentially, creating a program that was both cost-efficient AND effective.

And most important, the consumer wins at all levels enjoying their favorite brands within arms reach. One of the best ways to communicate these marketing alliances is through in-store

promotions, discount coupons, self-liquidating offers, and the like. Consumers are treated to favorable offerings that entice them into displays or to look at new products that otherwise might be

lost within the supermarket clutter. Alliances are a way of reaping the rewards of team effort – and the gains from forming strategic alliances appear to be substantial. Companies participating

in alliances report that at much as 18 percent of their revenues come from their alliances.

As corporate and brand budgets are constantly scrutinized, one of the best ways to generate awareness and trial, create consumer interest, and deliver value-added offerings to consumers, is

through ongoing strategic alliances. In fact, often times a brand can tap into the equity of characters and personalities that children and adults can best identify with.

If someone is in printer business, then can team up with brochure designers, ink and paper distributors, advertising firms and print solution resellers.
If someone is in solar panel technology company then can team up with corporations who have government grants for research and development and other alternative energy groups such as

wind energy turbine technology firms, Department of Energy contractors etc. By teaming up with other companies and combining resources someone can stimulate growth in every area of our

business. Look at each individual product and service we offer.
Win-Win opportunities must be for everyone involved. This is the only way to truly take advantage of this type of partnership. It is not a concept as leaching off of other company’s resources, to

the contrary, carefully researched and structured alliances will transform the here and now as well as future business of all parties involved. Strategic alliances will also enhance our appeal as an

‘invest-able’ business to venture capital firms and angel investors. New organizational and market relationships are made possible through systems that cross organizational boundaries.

In today’s ever changing environments strategic alliances have emerged as a driving force behind the success of many business ventures in India and US. Strategic alliances with US firm allow

Indian firm to expand their reach without having to maximize their risk or commit themselves beyond their core business and vice versa.

Customers want efficient, accurate responses to their enquiries. How can we or will we provide them with the high quality service that they expect, as well as our need to control costs at the

same time. How are we going to provide your sales and customer service staff with the right customer information, in the right place, at the right time? (Take an example of any Telecom

Service provider to substantiate your answer).

(100 Marks)
Case Study :

Executive Summary – Motivated, empowered employees are the key to great high quality, customer service. The key to improving service is to motivate employees. We have to ensure that all

the individuals who are in business not only know what we expect of them, but also have a vested interest in the business. Every staff must know why we want to keep customers happy, how to do it and also be motivated by we to perform quality service. Training of all employees, agents, and technology all together are needed to achieve this goal. There are sound reasons to use the eTOM to develop an ECM ( Enterprise Content Management ) strategy. The eTOM is a widely accepted and understood model developed by members of the TeleManagement Forum and

embodies the collective knowledge and best practices of the worldwide telecommunications industry. Strategic and Enterprise Planning as identified in the eTOM includes strategic business

planning, business development, enterprise architecture, and group enterprise architecture management. High quality people skills, and therefore being a leading customer service practitioner,

goes far further than the base entry level. These include, for example, being effectively and sympathetically able to deal with someone who may be irate or upset, often both, endeavoring to first

alleviate the stress before then solving whatever has created the situation. These skills can and should be taught, although the best customer service people have a natural predisposition which

A company’s most vital asset is its’ customers. Without customers, we would not and could not exist in business. When we satisfy our customers, they not only help us grow by continuing to do

business with we, but recommend we to friends and associates. Employees are our internal customers and need a regular dose of appreciation. If we deliver legendary customer support, this

same mechanism could work really well for we. In the meantime, we’re converting ordinary customers into lifetime customers, just by delivering extraordinary service.
Customer service is an integral part of our job and should not be seen as an extension of it. Highly motivated and empowered employees are more important for success than Technology

implementations.

We must anticipate customer concerns and prepare for them
Once we begin our business, track customer concerns. In this way, we can ensure that we identify any customer concerns and we can develop strategies for improving our responsiveness.
Why is Good Customer Service Vital?

It’s simply because customers are turning their backs to businesses that do not deliver value. And good customer service adds value! There’s no way around it. No shortcuts. Customers demand

value for money, or they are out of the door. Usually, forever! The key to keeping customers happy and ensuring that they stay with our company, is to provide them with the information they

need, when they need it. This is often easier said than done. Agents frequently have to access many different databases to find all of the relevant information in order to satisfy a customer

enquiry. The answer lies in an integrated desktop, which enables agents to access all the information they need through a single screen, including product details and availability as well as

customer histories. This means that they do not need to separately navigate the many silos of data that may already exist within our business – freeing up agents’ time to provide truly

personalized service. Traditionally contact centers have often been referred to as ‘cost centers’ and a necessary business expense, however, if used correctly they can have a significant impact

on customer retention. They can add real market value and prove to be a successful business tool. Customer churn is one of the greatest challenges for any organization, and none more so than

the telecom industry. The mobile phones market reached saturation point some time ago and the plethora of pricing options, different service plans and new phone models available causes

customers to swap suppliers on a regular basis.

We need to Educate and train employees on the types of customers, including internal and external. Make them see the importance of giving customers what they need (within our ability) and

provide referrals if we can’t deliver what they need. There’s no shame–only gain. Understand the barriers to effective customer service like some of those explained above. Don’t forget to include

the internal barriers such as personality, thin-skinned, no interest in helping someone else, not willingness to leave the comfort zone. Create standards and stick by them. Good idea to have the

employees decide what the standards should be since they know how they want to be treated. They also know what kind of customer they are. Refer when we can’t deliver but don’t pass the

buck. Passing the buck is passing the customer to another person who is probably better at customer service than we are. Keep control if we can, always telling the customer to come back to

we and we will continue to help if we can or find someone who can. Sounds a little repetitive, but we set us up as the one who can ultimately deliver. A disgruntled customer is 8 times more likely

to tell someone about his unhappiness. If that customer feels bad about how he or she has been treated, she will tell her friends about it. Or even worse, drop a note in a user group or other

forum that is heavily trafficked.

Before we know it, we’re out of business!
The rules of GREAT Customer Service

1 ) Customer is the King…. We are in business to service customer needs, and we can only do that if we know what it is what our customers want. When we truly listen to our customers, they

let we know what they want and how we can provide good service. Never forget that the customer pays our salary and makes our job possible. By employing the Jacada Fusion process

optimization solution, Vodafone has cut the time of a successful retention call in half, and completely eliminated its call wrap-up process. Vodafone agents are better informed and now have the

expertise and knowledge to deliver product, tariff, usage and industry information efficiently. Our customers come to us for more than just our service or products; they come because they trust

us. For some reason they felt comfortable in the beginning. If we start by telling them why we can’t do something or make excuses, they’ll find someone else to trust with their business. Tell

them what we can do and help them find someone else who can do what we can’t. We call that go the extra mile. It may not help us directly, but it makes them like us and trust us even more.

2 ) Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language,

and most importantly, how they feel. Beware of making assumptions – thinking we intuitively know what the customer wants. Listen carefully to what they say.
Check back regularly to see how things are going.
Provide a method that invites constructive criticism, comments and suggestions.

Effective listening and undivided attention are particularly important on the business where there is a great danger of preoccupation – looking around to see to whom else we could be selling to.

Teach listening skills and dealing with difficult people. Listening first, then repeating what we think the customer wants to do. As for dealing with difficult people, that almost goes back to

understanding the customer and the barriers to good customer service. Customers may not be good communicators or decide to take out frustration out on the employee. Handling that deftly

can make a friend and customer out of an irate individual; most times they just want to be heard. Learning how to deal with difficult people is major lesson in itself because it may involve

diffusing anger or dealing with certain personality types.

3 ) Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more

we know our customers, the better we become at anticipating their needs. Communicate regularly so that we are aware of problems or upcoming needs. Jacada offers a unified desktop to

enable agents to access all the information needed through a single screen, including product details and availability, as well as customer histories. Using its unified desktop, Vodafone enabled its

agents to navigate the many separate silos of data that existed within the business. The agents only needed to learn how to use one simple interface, which provides the key to the whole call-

handling process. The structure of the eTOM can guide a provider to conduct a systematic analysis of the business processes that would benefit from the application of ECM capabilities. As

previously mentioned, such an analysis can identify areas / departments / activities / processes that have common requirements that can be served by core ECM capabilities, by applications

built on the ECM platform, or by integration with existing BSS/OSS.

4 ) Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good

feeling and trust. Think about ways to generate good feelings about doing business with we. Customers are very sensitive and know whether or not we really care about them. Thank them every

time we get a chance. In addition to customer churn, agent retention is also a great obstacle to overcome for the telecom industry. Research from global market research firm, Gartner, has

shown that anything from wages to working environment can be responsible for staff turnover and with staff churn rates reaching a high of 60 per cent, and with the contact center industry set

to expand to over 37,000 by the end of the year, this churn figure will undoubtedly rise. The best way to help agents become more productive is to simplify the processes they carry out on every

call, every day. Again thanks to an integrated desktop that provides a single view of the customer, agents are able to have all the relevant information at the right time. This enables them to

optimize the critical part of the call when they actually engage with the customer. Streamlining the first third of a call – which is needed for identification and verification, and so is not productive

– also helps the agent to be effective. This should include ensuring that any information gathered in an IVR is translated to the desktop and put in front of the agent. When the agent actually

takes over the call, for the final two thirds of it, they will be supported with that information so they can deliver a quality experience for the customer.

5 ) Our body language conveys sincerity. Our words and actions should be congruent. Agents are the most significant cost within a contact centre, accounting for up to 80 per cent of the overall

budget. They are also its most valuable asset, and possibly the only contact that customers have with our business, so it’s essential they are effective and reflect an accurate image of the

organization. Agents have a significant value and can generate additional revenue for our contact center, but to do this, they need support. Agents must be trained to be helping towards

customers. “This job is only answering the phone. The front desk representative really knows the product, but she doesn’t close the sale.” Although these are the people most in need of

immediate training, everyone in the company needs to know the importance of customer service and how to deal with customers face-to-face and on the phone. Why? Because everyone

represents the company to anyone who asks them what they do for a living. That’s a pretty common question sometimes asked by potential customers. Some members of the company will be

natural customer service representatives (officially or unofficially) because of their personality and communication abilities; some members will reluctantly fall into place and try to do the job by

script or rote unfortunately. Unless the latter batch is able to humanize what they do, they’ll hurt we more than help we. Having impressive people working customer service is critical to our

company’s reputation and success.

Finally, the most important rule for good customer service: don’t force something on somebody he or she doesn’t want. Some customers measure information and feel a situation, and if it feels

right they’re sold. Actually, they are rarely sold; the harder the sale, the less likely they are to buy. When they do though, they will be our biggest fan and let the world know about. This is

opposed to the logical, number-working customer who walks away feeling he got the deal based on his merits, not our company’s.

6 ) Help customers understand our systems. Our organization may have the world’s best systems for getting things done, but if customers don’t understand them, they can get confused,

impatient and angry. Take time to explain how our systems work and how they simplify transactions. Be careful that our systems don’t reduce the human element of our organization. Vodafone

UK, a member of the world’s largest cellular community, faces the problem of customer churn every day and like most service providers, it has a department that is dedicated to retaining

customers. The Vodafone customer retention department implemented a unified desktop in order to simplify the processes for its agents. Through the non-invasive integration of their systems

and processes, Vodafone’s agents have been able to reduce call time, while still providing high levels of quality customer service- especially in terms of customer ‘saves’. The result is that they

can now complete more calls in the space of a day, which translates directly into more customer ‘saves’. In contrast to a collection of disparate repositories or applications, an enterprise-wide

approach can facilitate information sharing regardless of location and can be significantly more cost effective. Additionally, the analysis can identify information and process interdependencies of

various departments. Once identified, duplicate processes and redundant information can be eliminated and existing processes and information sharing can be optimized (using the process

design, simulation and monitoring capabilities of an ECM platform) to reduce costs, increase operational efficiency and improve customer experience.
7 ) Appreciate the power of “Yes”. Always look for ways to help our customers. When they have a request (as long as it is reasonable) tell them that we can do it. Figure out how afterwards.

Look for ways to make doing business with we easy. Always do what we say we are going to do. The old adage that ‘service sells’ has never been more applicable and good customer service can

help telecom providers hold on to their customers and provide a value added service. Take, for example, the news that UK cable giant NTL is acquiring Virgin Mobile. The Virgin name was

favored for the new company as it offered instant consumer brand appeal, but more importantly because of its renowned excellent customer service. So how can other service providers meet the

growing challenge of Virgin’s customer service offering? Answer? Through enhancing their own customer service….. High Quality Customer Service Remember, customer service is for everyone.

Although we may not want to mix managers and workers in the same class (because they will be dealing at different levels), it is a must-do training for employees at all levels–whether they have

direct contact with others in their jobs. Colleagues are customers, too, and just as important as ones off the street.

8 ) Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems

immediately and let customers know what we have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if

customers are having a bad day, go out of our way to make them feel comfortable. Be nice to people, courteous, empathetic and helpful.

9 ) Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate ourself above the competition. Consider the following:

What can we give customers that they cannot get elsewhere?
What can we do to follow-up and thank people even when they don’t buy?
What can we give customers that is totally unexpected?

ECM can effectively manage the critical corporate content associated with many of the eTOM business processes in a cost-effective manner. ECM can also integrate (using a services oriented

architecture) with existing BSS/OSS to reduce costs, increase efficiency and improve the customer experience. A provider can use the eTOM to systematically identify business areas that can

benefit through use of an ECM platform and applications built upon it.
Applications of ECM include:
• compliance with legal requirements including due diligence
• managing internal legal requests
• providing legal advice related to business decisions
• addressing legal action taken on behalf of or against the enterprise
• managing continuous disclosure/announcements to the securities exchange or regulating entity

A critical step in developing an enterprise content management strategy is the careful identification and assessment of the departments, activities, processes and interactions whose efficiencies

could be significantly improved through the application of ECM. The result of such analysis will reveal the common requirements across many of these areas (hence the rationale for

implementing an enterprise content management platform) as well as the special requirements which can efficiently be met by building applications on an ECM platform or by integrating ECM

functionality with existing BSS/OSS. An ECM platform strategy can also simplify application deployment and lower the total cost of ownership for a geographically distributed enterprise.

10 ) Get regular feedback. Encourage and welcome suggestions about how we could improve. There are several ways in which we can find out what customers think and feel about our services.

11 ) Treat employees well. Employees are our internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat our

employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

ETOM is a blueprint for telecom companies to implement enterprise practices. Topics are generally broken down into three groups:

Strategy, Infrastructure, and Product: including marketing and offer management, service development and management, resource development and management, and supply chain development

and management
Operations: including customer relationship management, service management and operations, resource management and operations, and supplier/partner relationships management Enterprise

Management: including strategic and enterprise planning, enterprise risk management, enterprise effectiveness management, knowledge and research management, and financial and asset

documents related to organizational processes. ECM tools and strategies allow the management of an organization’s unstructured information, wherever that information exists.” Implicit in this

definition is the idea that unstructured information – the volumes of information created daily such as email, Microsoft Office documents and Adobe PDFs – is pervasive in an organization.
ETOM is the product of the TeleManagement Forum, a nonprofit organization that is, in turn, part of the International Telecommunications Union. ETOM was developed in 1995 through

contributions of more than 35 TMF member companies and was formally approved by the ITU in 2004. ETOM is also a guiding light in the development and use of technologies in NGOSS (New

Generation Operations Systems and Software) and a worthy companion to ITIL, the Information Technology Infrastructure Library. Within the eTOM, Risk includes business continuity, security,

fraud, audit and insurance management.

ETOM can also describe a framework for developing business practices that follow a customer-focused pattern, such as marketing, initial sale, customer support, billing, after-service support,

follow-up customer support, and so on. Strategies within ETOM suggest the most effective methods for achieving success in all of these areas. Such areas as marketing and billing are not

usually associated with the same level of importance as the more technical aspects of customer support, but ETOM treats all aspects of the process equally, encouraging telecom businesses to

do the same, and it’s not just the business-to-customer relationship that is addressed here. ETOM also includes strategies for generating, maintaining, and improving business-to-business

relationships.

The category of Enterprise Effectiveness within the eTOM includes process management and support, quality management, program and project management, performance assessment, and

Stakeholder and External Relations within the eTOM include corporate communications and image, legal, community relations, shareholder relations, board and shares securities, and regulatory

management.

All of the business activities identified in the eTOM’s Enterprise Management area
are highly dependent upon the efficient and effective management of critical
business documents. Corporate planning and strategy documents, intellectual
property, research, financial records, employee files and the people who
create, disseminate and manage these documents can greatly benefit from the
consistency, security and efficiency that an ECM platform provides in managing
the lifecycle of these documents. Providers who are challenged to meet corporate, industry or governmental compliance requirements will find that an ECM platform can also address those

concerns as part of the overall ECM strategy.

There are many reasons a customer or client may leave, but the ones we hear most often are:
They felt our pricing was too high or unfair.
They had an unresolved complaint.
They took a competitors offer.
They left because they felt we didn’t care.

When we consider that the last two make up the majority of why a client or customer will no longer use our service or buy our products – it can be a hard pill to swallow. After all it means they

are an inactive client because they felt we didn’t care about them and our competitor did.

The eTOM is the Tele-Management Forum initiative to develop a business process framework for use by service providers and others within the telecommunications industry. Enterprise

assessment, of content management needs can be aided by the enhanced Telecom Operations Map. The eTOM describes a provider’s key processes and analyzes them to different levels of

detail according to significance and priority for the business.

Marketing and supply chain management – two business activities that fall under the eTOMS’s Strategy, Infrastructure and Product area – can benefit from the application of ECM as each of

these involve the iterative and collaborative development of ideas, analyses, plans, materials and business agreements that determine a major portion of a provider’s future direction and activities.

Establishing a central and secure repository for a marketing organization’s content can facilitate easier collaboration and faster production of marketing materials and execution of marketing

enable a provider to far more efficiently manage key activities such as supplier selection and the contract management lifecycle, and provide the added advantage of auditing and reporting on

the efficiency of these processes.

ECM is particularly relevant to two areas of the eTOM’s Operations area. Customer relationship management can be significantly enhanced by ECM’s ability to manage the growing volume of

“unstructured” customer data such as contracts, correspondence and billing statements. The combination of this information with customer data maintained in the CRM system provides a

“single
view of the customer” that enables faster resolution of customer inquiries and a greater level of customer satisfaction.

The high volume of transactions involved in supplier and partner

relationships can be executed more efficiently – from procurement through payment – through the application of ECM and integration with ERP systems.
By adopting an enterprise strategy, a provider can address a wide range of business process requirements with a single platform thereby lowering the overall total cost to meet these needs in

comparison to implementing multiple isolated point solutions. A well developed ECM strategy can positively impact a variety of a provider’s operations and services; therefore, evaluation of an
ECM vendor should also consider the vendor’s established industry competency and the vendor’s overall ability to offer software, hardware and services specifically tailored to the

communications industry.

It serves as a blueprint for process direction and provides a neutral
reference point which can be used to analyze a provider’s business processes — both internal and external.
Providers may already have several content management repositories. These are typically the result of previous independent initiatives to meet departmental needs. From an enterprise

perspective, inefficiencies with such an environment are numerous including the overhead and cost of licensing, maintenance and administration for each system; the absence of a consistent

approach to disaster recovery; and the inability for systems to easily share information or participate in processes involving other departments or external organizations. Such an environment

stands in marked contrast to the integration of processes and sharing of information identified by the eTOM.

Principles of High Quality Customer Service

1. Quality Service Standards
We will publish a charter that outlines the nature and quality of service which customers can expect from the County Council and our partners. This will be prominently displayed on our website

and at points of service delivery.

2. Equality/Diversity

We will ensure the rights to equal treatment established by equality legislation, and embrace diversity to ensure the delivery of fair services to all customers. We will proactively work to identify

and eliminate barriers to access to services, for customers with a disability or those experiencing hardship and social exclusion.
3. Accessible

We will endeavor to understand how, where and when customers wish to access services and provide customers with convenient and easy access to information and services that are convenient

to them.
4. Consultation and Evaluation

We will listen to the voice of the customer and use this information to understand the different needs of our customers and to drive quality and improved services

5. Choice

We will provide quality customer service across multiple channels, providing choice where feasible, including payment methods, location of contact points, opening hours and delivery times and we

will enable this through the use of all available and emerging technologies
6. Value for Money

We will ensure that our services are delivered efficiently and use performance and cost data to maximize best use of resources and value for money.
7. Information

We will adopt a proactive approach in providing information that is clear, timely and accurate and available through multiple channels and that wherever possible meets the requirements of

people with specific needs. We will manage all information with confidentiality and sensitivity ensuring high standards of security.
8. Complaints

We will encourage comments and complaints to support a culture of continuous improvement. We will develop, publish and maintain a transparent, accessible, and user friendly system for

dealing with complaints.

9. Partnership

We will provide community leadership and foster a more collaborative and integrated approach to service delivery across partners to deliver an enhanced customer experience.
10. Reducing Avoidable Contact

We will strive to deliver joined up and seamless internal service provision and continually reengineer our processes to reduce service failure and avoid all customer contact that is avoidable.
11. Our people

We will recruit the right people with the right attitudes and behaviours and support them to take personal responsibility for delivering quality customer service.

12. Best Practice

We will be recognized as a leading council and an outstanding service organization and be recognized as a center of best practice in delivering services.
Serving customers is what we all do. We know that. It’s just that sometimes our employees don’t seem to care about anything but their own little comfortable box they made for themselves.

Now, the truth is that they may care; they just don’t know what to do to make it easy.

Providing high-quality customer service should be at the top of our business concerns. Money is important, but without the customers… Customers are fickle. There are more of them than us.

We need them. What we don’t need are employees sabotaging our business because they don’t want to be bothered, can’t admit they or the company may have made a mistake, apologize, and

get on with it. As hard as it is to admit, we have to admit selling the product or service is not always the aim at the moment; however, it is our priority–even if that moment is down the road. The

best way to do that is not lose a potential customer.
We need high-quality customer service people who will go “the extra mile?” Where do we get them? Most are already in the job or in the house. We train them, of course, to trust us, then they

can earn the customers trust.

Think of companies known for great customer service and think of our experience in dealing with them. Remember what a pleasure that was? How easy it was for we to say, “no problem,” once

we received a direct response? Now think of the people we may have dealt with who made an excuse (we dismissed them); if they did whatever they could with a smile–or even called someone

else to find out if they knew of another solution, or just gave we a very honest answer–the result would have been better, wouldn’t it? In the military, I received questions to which the only answer

could be: “I can’t tell we that. It’s classified.” Sometimes that’s enough, but sometimes I had to tell them the reasons why it might be classified, and that satisfied them totally and even make

them feel a little special knowing the truth. Even though I didn’t answer their original question, I was honest with them.

We all understand why we can’t do certain jobs, and usually it has to do with what it costs us. Nobody expects us to work for nothing, and most will accept that answer. We may lose a

customer because they can’t afford us, but we have gained the goodwill he may pass on to someone else who can. Be clear about what we will and will not do for the client.
A first step is to be very clear, up front, about what we will do for the client, when we will do it and how much it will cost them. Of course, for those of us who work within professions that are not

well understood, this is easier said than done.

Too many companies automate too much of the people interface. Sure, it saves money, but it loses money in customers who want the personal touch. Good customer service isn’t always getting

what we want. It’s getting an answer, an immediate response when we ask for it. Telling someone immediately we can deliver at another time is better than getting back with them only when we

can deliver.

Same delivery date, different frame of reference; the customer needed the information earlier and now it may be too late.

In order to look at training effective customer service reps, and I’m not talking sales people, we look the people who already assigned those customer service positions. Are they empathetic,

good listeners, empowered to make some decisions regarding service, good communicators on many levels, a good friend (confidant), an educator, and are they thick-skinned?

Often we put people in customer service that we can’t place anywhere else. Not a good idea. In fact, our better people should be in customer service, keeping our customers happy.
Creating a context for clarifying client goals

1 ) We can educate our clients
If we are in an industry about which many people are ignorant, our first task is client education. In my experience the more informed a customer is about what I do, the more likely I am to

satisfy them. Therefore, before doing anyone’s web site, I do a preparatory session with them just to teach them a bit about web sites and marketing or visibility on the web. It gives me a

chance to get to know them a bit and to get to know what they want. This is a two hour session and the fee is thus and such. At the end of the session we will know the answers to the following

questions…”

2 ) We can charge a moderate fee. The up side is that in a sense we will qualify the extent of the person’s interest and their willingness to make a financial commitment. The downside is that

we may alienate those customers who are taken aback by the fact that they have to pay a fee and they end up with “nothing”.

Alternatively, depending on our feelings about this, we might say, “I provide a complimentary initial two hour session free of charge. It gives me a chance to get to know we and we a chance to

get to know me.

I can learn more about what we want and whether and how I might be helpful. We can learn more about how I might be helpful and whether we feel that I can provide what we

need. How does that sound?” The latter strategy is a good one if we are in an industry in which we work with clients over a long period of time. Our good faith effort to bring clarity to our work

will increase the public trust in our industry. Potential clients will appreciate our forthrightness. Be explicit about services and fees. Before opening our new business, it is important to be very

clear about what services we do and do not provide. Be as explicit as we can about our fees and charges. Articulate what a particular job costs and be explicit about fees for revisions,

alterations and changes. While it is impossible to anticipate every contingency, talk with others in the same business to learn about the kinds of issues, concerns and challenges that customers

may pose. If our industry is very competitive, speak with colleagues working in comparable cities to learn more about their trials and tribulations.

Moreover, this approach provides a risk free context in which our potential client assess whether they think we can be helpful to them. Also, we will create good will. If they decide to do

business with we, we will be starting out on the “right foot”. If they decide that we can not meet their needs, they will be appreciative that we have helped them to cut their losses. Even if we are

able to refer them to someone else who is better suited to their needs, they will be most appreciative of our efforts.

In fact, we will be building good will both with them and with the person to

whom we refer them. Since we have not charged, they will not end up resenting the fact they paid for something that was not useful to them.

Likely, they will appreciate our generosity and our candor. In fact, they may speak highly of us to others saying that we were not the one for their job but perhaps we might be helpful to

someone else. Doing the initial session as a “professional courtesy” is a particularly good idea if we have any linkage to the person, professionally or through the community. That is, for example

if we belong to the same business group, the same men’s organization, or the same religious organization. People will appreciate the fact that we are a good “community citizen”. Also, it is a

good idea if the referral source is a mutual friend or colleague. Consider for example, the situation in which a friend has referred someone to us. We assess that we are unable to meet the

person’s needs. A free consultation reduces the likelihood of bad feelings and provides we with an opportunity to make an appropriate referral.

This makes sense when we consider that customers often purchase our service or product because they have developed a relationship with us, they owned another product or ours, or they were

referred to we by a friend or associate.

When faced with the above facts why is it businesses spend 80% of their marketing dollars going after new customers and clients rather than nurturing, retaining, and maintaining the customer

relationships they already have?

Before we spend our time and money going after new customers and clients we do not currently have a relationship with consider the following statistics:

Repeat customers spend 33% more than new customers.
Referrals among repeat customers are 107% greater than non-customers.
It costs six times more to sell something to a prospect than to sell that same thing to a customer.

As we can see our marketing expenditures will go further if we use it to build, nurture, and develop our customer relationships. This isn’t as difficult as we think. Building these relationships just

means treating our customers and clients as if they truly are our strategic partners and showing them that we truly care about them.

It’s important to try to satisfy them with the right

products and services, supported by the right promotion and making it available at the right time and location. Customers can easily detect indifference and insincerity and they simply will not

tolerate it. Long-term client and customer loyalty is a long-term challenge that we must strive for every day and with every transaction no matter how big or small.

While a growing business needs to constantly capture new customers, the focus and priority should be on pleasing our existing customer base. Companies that fail to nurture and retain their

customer base ultimately fail. We will also spend twice as much to get new clients as we will in maintaining our existing customer base. We will also be limited in our ability to attract new clients

if we can’t hold onto and satisfy our existing customers and clients.

The bottom line is that one of the key components in marketing and business growth is to spend the majority of our time and effort nurturing customer relationships, so that we get business from existing clients and customers.

This is a strategy that will move we forward in increasing our sales by 50% without increasing our budget. A client approaches us to do a job, but they know

very little about what they want, or what it will entail. If this is the case, we can be sure that they know even less about what they need. Most of us, when we are clients, want what we want, when

we want it (even if we don’t know what “it” is), and we want it seamlessly, effortlessly and yesterday. And, not only that, and this is the kicker, we want it for free. So, how do we avoid the age old

problem of having dissatisfied customers? Abe Lincoln said, “we can please some of the people some of the time, and some of the people all of the time but we can’t please all of the people all

of time”. Old saying was undoubtedly right. However, there are some steps that we can take to increase client satisfaction and to reduce the likelihood of misunderstandings. These include: being

clear about what we will and will not do for the client, creating a context for clarifying client goals, being explicit about our services and fees, anticipating contingencies and preparing for them.

Everything will be taken up step by step.
Summary:

We will put best of our people for customer service. We will strive for customer delight. We will train, empower and enable our people. Best technical support system with ECM, based on eTOM

will be provided for flawless customer service; efficient, accurate responses to their enquiries.